For years, call centers and debt collection agencies in the U.S. have felt like they’re stuck in the past with its endless scripted calls, high turnover, and strategies that just aren’t cutting it anymore.
But Camila Zancanella, a Brazilian-born co-founder of Domu, is here to change all that. This highly-regarded expert brings artificial intelligence into the field, not just to automate, but to completely rethink the way these industries work.
“I’m aiming to transform the debt collection space totally. In the next five years, I believe AI will replace most traditional call centers, making the whole service experience way better. Call center companies, with their massive number of agents, will evolve as we automate the simple tasks, letting people focus on the important stuff,” Camila explains.
Leading a six-member team, this tech expert is determined to replace outdated human labor with AI that is faster, smarter, and more empathetic: “Our AI scripting is a bit different. Instead of just bombarding people with a ‘Pay now’ message, our voice bots understand what customers need and offer payment plans that work for them. It’s like getting the human touch, but with the power of technology. This changes the whole experience of debt collection,” she explains.
Domu’s AI-powered voice bots are revolutionizing industries by automating routine tasks, such as debt collection and payment inquiries, which traditionally relied on human agents reading from scripts.
The technology has already shown impressive results, with one of its most notable successes being a major telecom company in Latin America. Camila, the driving force behind Domu, proudly shares: “We boosted their recovery rate by 30-40% in just the first month. Their old agencies were stuck at a 0.8 recovery rate on overdue debts, but we achieved a 1.4 recovery rate. It’s incredible what AI can accomplish when used correctly.”
Camila’s impressive achievements and the rapid growth of Domu have garnered significant recognition. Gina Gotthilf, co-founder of Latitud Ventures, praises Camila’s leadership and her ability to scale the company quickly while preserving a strong, innovative culture: “One of the things that truly stands out about Camila is how she’s been able to scale Domu so quickly while maintaining a collaborative and creative environment,” she says.
“It’s not just about the numbers though those are impressive, it’s the way she approaches every challenge with flexibility and a clear focus on long-term growth,” Gina explains.
She also recalls Camila’s knack for forming strategic partnerships with major companies like BBVA and Santander: “Camila is someone who’s always thinking about what’s next, and I have no doubt she’ll continue to lead Domu to even greater success,” Gina adds.
Camila’s drive for innovation is deeply rooted in both her academic and entrepreneurial background. At just 23, she presented her research on Emotional Variables and Their Influence on the Purchase Behavior of Counterfeits at the 26th International Symposium at the University of São Paulo. That work later evolved into another accepted paper at the 2019 Association for Consumer Research (ACR) Conference, exploring social risk and ethical dilemmas in consumer behavior, insights that now shape her empathetic AI strategy.
Camila’s passion for transformation stems from her upbringing: “I grew up surrounded by technology, early personal computers at home, that kind of thing. Watching my dad succeed as an entrepreneur really inspired me to build something of my own,” she reflects.
This inspiration led to the creation of Domu, where she now takes on the $15 billion U.S. debt collection market all while transforming the broader call center ecosystem with generative AI.
With a background in business management from her time at Rappi, Makers Fellowship, and a global education at HEC Paris, this visionary leader shakes up the industry that’s overdue for a change.
Her ability to drive innovation has also caught the attention of other industry leaders. Tom Blomfield, Group Partner at Y Combinator and co-founder of Monzo, has worked closely with Camila and praises her exceptional skills: “Camila played a major role in getting the company into Y Combinator and securing its first customers. Her work in developing key technologies and systems, along with her knack for driving revenue growth, shows she has a real talent for turning challenges into big wins for the business,” Tom explains.
Being accepted at Y Combinator is no small feat. Y Combinator is behind household names such as Airbnb, Dropbox, and Stripe. With an acceptance rate of just around 1% for over 10,000 annual applicants, inclusion means the company meets the highest standards of innovation and potential.
Additionally, Camila has become a judge for Y Combinator’s Summer batch. Such role reflects her reputation as a thought leader and influential figure within Silicon Valley’s top-tier entrepreneurial circles.
Camila’s leadership is as innovative as her tech. She works 12-13 hours a day, seven days a week, driven by the belief that “we’re building something that’ll change call centers forever.” Her team shares that same intensity, transforming voice AI from something robotic into near-human precision in just two years: “In the beginning, around 2023, the voice just didn’t feel real, it was robotic and slow, and people picked up on that immediately,” Camila explains.
“But we weren’t okay with ‘good enough.’ We pushed hard, and now, just two years later, it’s nearly indistinguishable from a real person. That’s why we have to disclose it’s AI, because otherwise, people can’t tell the difference anymore.” This rapid evolution shows her talent for scaling innovation, a skill she developed at Rappi, Latin America’s $5.3 billion “SuperApp,” and as a board member at Makers Fellowship.
Compliance is a major challenge in the U.S., as debt collection rules vary by state: “Debt collection is tricky. It’s a minefield of rules; one mistake and we could face a lawsuit,” she says. But rather than seeing this as a hurdle,
Camila has integrated compliance into Domu’s AI workflows, while still boosting client ROI: “Companies like Atlas, which are growing 20% a week, can’t just keep expanding their call centers. Our AI grows with them, working around the clock, always providing top-notch service.”
With a deep understanding of compliance complexities, this expert transforms a daunting industry challenge into a powerful opportunity for businesses to thrive. By integrating AI and scalability, she empowers companies to grow without limits, all while ensuring they comply to the government rules.
Camila’s vision poses a significant threat the world’s largest call center firm with a million agents: “They’ll automate eventually, but they’re slow, just like how big companies always are,” she predicts. “We’re small, fast, and already ahead.” Her competitive edge lies in data-driven personalization. The AIs analyze customer profiles to create tailored communication, providing an empathetic scripting that moves beyond the usual “Pay now” approach. Instead, her strategy focuses on fostering supportive, human-centered dialogues: “We want people to feel taken care of, not hounded,” she explains. “That’s how you disrupt an industry, by making it better, not just cheaper.”
Her vision stretches far beyond debt collection: “Customer service is evolving with AI. With AI you just have to train it once, and it becomes your most reliable agent every time,” she says. “There’s no need for retraining, and definitely, no turnover.”
This scalability, combined with her data-driven focus on ensuring clients achieve at least a 5x return on investment (ROI), makes Domu a model for the future.
Moreover, she is also an angel investor with B2 Founders, a network dedicated to supporting entrepreneurs. There, she has contributed to the launch and growth of more than 20 startups throughout Latin America. Through this work and her involvement as a judge at the highly selective and prestigious Y Combinator, Camila continues to shape the next generation of tech leaders.
“I want to be remembered as the person who led this change,” she says. With Domu securing deals with major Fortune 500 insurers and a game-changing vision to revolutionize call centers, this sought-after expert is undoubtedly on a path to reshape industries, proving that a strong vision, backed by action, can radically transform a business.
Camila believes in five years, call centers won’t need as many humans as they do now: “This industry has been stuck for 40 years, with emails just replacing letters. We’re here to change that.”
Camila’s journey with Domu gives us a sneak peek into a future where technology and humanity coexist to deliver better, more innovative, and more compassionate solutions. Her success is both proof and reminder that innovation isn’t solely focused on speed and efficiency; it’s also about making people feel heard and valued.
This tech expert has shown that when you mix empathy and leadership, you can spark a real change across an entire industry. This is only the beginning, and Camila is poised to change the way we think about AI and human connection forever.
Written By Zoe Scotman
